Which of the following options can be used to determine employees in cases based on conditions?
Note: There are 2 correct answers to this question.
B, D
Explanation:
In SAP Service Cloud Version 2, determining employees for case assignment based on conditions is
achieved through specific configuration options. The Assignment step in the Case Designer allows
administrators to define rules within the case process to assign cases to specific employees or teams
based on attributes like priority, case type, or account details. This step is part of the dynamic case
designer, which provides flexibility in routing cases to the appropriate employee.
Additionally, Routing rules are a core feature in SAP Service Cloud V2 for case assignment. These
rules enable administrators to configure conditions (e.g., case type, priority, or account) to route
cases to either a team or a specific employee. According to the SAP documentation, "SAP Service
Cloud Version 2 includes a flexible, easy-to-configure routing rule definition engine. You can decide
whether to route Cases to a team, or to a specific employee." The routing rules are maintained under
Settings → Cases → Case Routing to Team → Case Routing to Employees.
The Input step in the Case Designer is used to collect data or input from users but does not directly
determine employee assignment. Autoflow is used for automating actions like sending notifications
or updating fields, not for employee determination.
Reference:
SAP Help Portal: Configuring Case Routing Rules learning.sap.com
SAP Learning: Configuring Case Routing Rules, SAP Service Cloud Version 2
Which of the following describe how access restrictions are governed in SAP Service Cloud Version 2?
A
Explanation:
"The precedence is given to Unrestricted. For example, if a user is having 2 roles where one view is
unrestricted and the same view is restricted in another role, then the user will have unrestricted
access. In other words, if one role blocks the write access and another role allows it, the more
permissive role takes precedence."
Which milestone can you use for service levels?
B
Which elements can you use to define a service level? Note: There are 2 correct answers to this
question.
B, D
Explanation:
Service levels in SAP Service Cloud V2 are defined to set timelines and priorities for case handling.
Completion due on is a key element used to specify the due date for case resolution within an SLA.
Priority is another critical element, as it determines the urgency of the case and influences the SLA
timeline. According to SAP documentation, "Service Levels are defined in the SAP Service Cloud V2 to
set the timeline for different types of Case (Ticket) based on the situation and priority."
Maintenance plan (A) is related to service contracts, not SLAs. Day of the week (C) is part of
operating hours configuration but not a direct element for defining service levels.
Reference:
SAP Community: Set Up Service Level In SAP Service Cloud V2 community.sap.com
SAP Help Portal: SLA Setup in SAP Service Cloud V2
What can the categories in the service catalog be used for? Note: There are 3 correct answers to this
question.
A, C, E
Which object is mandatory to configure a case routing rule to a team?
D
Explanation:
To configure a case routing rule to a team in SAP Service Cloud V2, the Case Type is mandatory. Case
Type defines the category and process flow of the case, serving as a primary condition for routing
rules. According to SAP documentation, "The Routing rules for Cases are maintained in SAP Service
Cloud Version 2 by administrators in the following path: Settings → Cases → Case Routing to Team →
Case Routing to Employees," and Case Type is a key attribute used to determine routing conditions.
Party Role (A) is optional and used for specific scenarios. Employee (B) is the target of routing, not a
mandatory object for configuration. Case Designer Step Assignment (C) is part of the case designer
but not required for team routing rules.
Reference:
SAP Learning: Configuring Case Routing Rules learning.sap.com
SAP Help Portal: Case Routing Configuration
What do you need to configure to access cases in SAP Service Cloud Version 2?
A
Explanation:
To access cases in SAP Service Cloud V2, the business service case must be assigned to a business
role. Business roles define the permissions and access rights for users, including access to specific
objects like cases. According to SAP documentation, "Assign the business service case to a business
role" is a critical step to ensure users have the necessary permissions to view and manage cases.
Creating access rights for read mode (B) is not a standard configuration step for case access.
Assigning the employee to a case type (C) is related to routing, not access. Assigning access rights
directly to the user (D) is not supported, as access is managed through business roles.
Reference:
SAP Help Portal: Business Role Configuration in SAP Service Cloud V2
SAP Learning: Access Management in SAP Service Cloud
Which of the following steps are required to set up SAP Service Cloud Version 2? Note: There are 2
correct answers to this question.
C, D
Where are employee working hours maintained?
C
Explanation:
Employee working hours in SAP Service Cloud V2 are maintained in the Employee data. This includes
details such as working hours, time zones, and availability, which are used for scheduling and case
routing. According to SAP documentation, "Under the Operating Hours, you can define the working
hours of the service agent" within the employee data settings.
Holiday calendar (A) defines non-working days, not individual hours. Business role (B) manages
access rights, not working hours. Business user data (D) includes user credentials but not working
hour details.
Reference:
SAP Community: Service Level Agreement in SAP Cloud for Customer community.sap.com
SAP Help Portal: Employee Data Configuration
Which objects can you use to route a case to an employee?
D
Explanation:
In SAP Service Cloud V2, the Source of a case (e.g., email, phone, social media) can be used as a
condition to route a case to an employee. According to SAP documentation, "You can configure the
rules to determine the Service Level for a certain ticket depending on several parameters like Ticket
Type, Service Category, Source, Channel ID etc." Source is a standard attribute in routing rules to
determine the appropriate employee or team.
Mashup (A) is used for external integrations, not routing. Autoflow (B) automates actions but does
not route cases to employees. Input fields in the Case Designer (C) collect data but are not used for
routing.
Reference:
SAP Community: Service Level Agreement in SAP Cloud for Customer community.sap.com
SAP Help Portal: Case Routing Rules Configuration
Which of the following are the correct types of usage of an installed base? Note: There are 2 correct
answers to this question.
B, D
Explanation:
In SAP Service Cloud Version 2, an installed base is used to manage customer equipment and assets.
Tracking installed assets is a primary function, as it allows organizations to maintain a record of
customer-owned products or equipment, including details like serial numbers and locations.
Assigning to a case is another key usage, enabling service agents to link a case to a specific installed
base for accurate service delivery and tracking. According to SAP documentation, "An installed base
represents a grouping of products installed at a customer location and can be associated with cases
for service requests."
Tracking measuring points (A) is related to equipment monitoring in SAP S/4HANA, not a direct
function of installed bases in Service Cloud V2. Assigning warranties (C) is managed through
registered products, not installed bases.
Reference:
SAP Help Portal: Installed Base Management in SAP Service Cloud V2
SAP Learning: Asset and Installed Base Configuration
To which objects can you assign employees in SAP Service Cloud Version 2? Note: There are 2 correct
answers to this question.
A, D
Which actions are prerequisites for using registered products? Note: There are 2 correct answers to
this question.
A, B
Explanation:
To use registered products in SAP Service Cloud V2, using existing customer records is a prerequisite,
as registered products must be associated with a customer (account or contact) to track ownership.
Additionally, creating an installed base is required, as registered products are typically grouped
within an installed base to manage customer assets. According to SAP documentation, "Registered
products are linked to customer records and installed bases to enable service processes like case
management."
Creating numeric ranges for customers (C) is not relevant to registered products. Activating the
service in the business role (D) is necessary for accessing features but is not a direct prerequisite for
using registered products.
Reference:
SAP Help Portal: Registered Products in SAP Service Cloud V2
SAP Learning: Product and Installed Base Setup
Which of the following rule options can be implemented to automatically assign a case?
B, C
Explanation:
Automatic case assignment in SAP Service Cloud V2 can be achieved using Case routing rules, which
allow administrators to define conditions (e.g., case type, priority) to route cases to specific
employees or teams. Autoflow is another option, as it supports automation of case assignments by
triggering actions based on predefined conditions. According to SAP documentation, "Case routing
rules and autoflows enable automatic assignment of cases to employees or teams based on business
logic."
Validation (A) is used to check data integrity, not for assignment. BRF+ (D) is a business rule
framework used in other SAP systems but not directly in Service Cloud V2 for case assignment.
Reference:
SAP Help Portal: Case Routing and Autoflow Configuration
SAP Community: Automation in SAP Service Cloud V2
What steps must an administrator perform to enable the phone channel in the Agent Desktop? Note:
There are 2 correct answers to this question.
B, D